Business value reports

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Business Value Reports

    At the end of your reporting period, your Impact squad conducts a Value Realization Assessment, compiling data into a Value Report. This process evaluates your performance for the year and compares it against pre-implementation metrics to assess overall and incremental value realized from the ServiceNow platform.

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    Key Features

    • Incremental Value: Reflects improvements achieved during the year after implementing ServiceNow.
    • Overall Value: Represents the comprehensive benefits brought by ServiceNow to your organization over the year.
    • Data Collection Toolkit: Provided by the Impact squad, this toolkit includes an overview of report configuration options and implementation recommendations for data collection, essential for your Value Blueprint and outcome performance reports.

    Key Outcomes

    The Value Reporting process includes several key reports:

    • Current State Baseline: Sets an improvement target (e.g., reducing cases by 10%) based on current performance, checked annually.
    • Historical Baseline: Delivered annually, this report compares value realized with a hypothetical scenario had ServiceNow not been implemented, utilizing historical data from legacy systems.
    • Quarterly Actuals: Conducted quarterly, this review evaluates performance against success metrics and targets established in the Value Blueprint.
    • Value Reporting Actuals: An annual assessment that compares results from the reporting period with historical data to determine total value realized.

    Effective value realization depends on the availability of pre-implementation or historical ServiceNow data points. The Data Collection Store Application is also available for additional support.

    At the end of the year, or your alternative reporting period, your Impact squad performs a Value Realization Assessment and capture the data in a Value Report.

    At this point, the squad reviews your performance for the year and compares the data points against your pre-implementation state to determine the overall value realized for the year. Performance is also measured against the incremental improvement targets that were set during the Value Blueprint activity to determine the incremental value realized during the year.

    • Incremental value: The value of the improvements realized during the year after implementing the ServiceNow platform.
    • Overall value: The overall, comprehensive value that the ServiceNow platform has brought to your organization during the year.

    A Data Collection Toolkit is delivered from the Impact squad with a detailed overview of the Report configuration options and potential implementation recommendations for collecting the data required for your value blueprint, outcome performance report, and value reports that are part of the Impact program.

    Note:
    The Data Collection Store Application is available at the ServiceNow® Store.
    Table 1. Value report descriptions and timelines
    Business value report Description Cadence
    Current state baseline
    • As part of the value blueprint, an improvement target value is set for the year, for example to reduce cases by 10%.
    • A baseline and a target reference point is set. The baseline is generally the current state and the target would be checked in one year.
    		 Annually
    Historical baseline
    • As part of the value realization assessment, the success squad delivers a value report to highlight the value you’ve realized compared to if you had not moved to the ServiceNow platform.
    • If possible, 12 months of historical data points from your legacy system should be evaluated before decommissioning.
    		 Annually
    Quarterly actuals
    • As part of the Quarterly Impact Review, the success squad performs a quarterly performance review.
    • The results achieved for your success metrics in the last quarter are compared against the trend against the target that was set as part of the value blueprint.
    		 Quarterly
    Value reporting actuals
    • A value realization assessment is performed to create a value report to determine the total value realized.
    • The squad compares the results of the reporting period with the historical baseline.
    • It is recommended to run the data collection for each of the success metrics separately on a yearly basis instead of simply taking the total numbers that were supplied on a quarterly basis.
    		 Annually
    Note:
    To calculate overall value realization within the value report depends on the ability to provide pre-implementation data points, or alternatively, historical ServiceNow data points.